About Our Surgery

Practice Policies & Patient Information

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know, by filling in our complaint form and bringing it to the practice. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

How To Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (a form is available should you wish to use one). They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining On Behalf Of A Third Party
If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.

A Third Party Consent Form is available online.

What We Will Do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigation.

Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to: NHS England’s Customer Contact Centre.

NHS England
PO Box 16738,
B97 9PT

Telephone: 0300 311 2233
Email: [email protected]

The Parliamentary and Health Service Ombudsman
If you remain dissatisfied after contacting NHS Norfolk you can address your concerns to:

The Parliamentary and Health Service Ombudsman
Millbank Tower,

Tel 0345 0154033

Documents To Download
The following documents are available to download should you wish to make a complaint:

Complaints Leaflet Info for Patients

Patient Complaint Form

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

Removal from the Practice List
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of The Surgery, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household
In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

Risk stratification is a process that we will use in the Practice to assist in identifying and caring for patients with long term health conditions and patients who are at high risk of emergency hospital admission. NHS England encourages us as GPs to use risk stratification tools as part of our involvement in local strategies for supporting patients with long-term conditions, such as chronic obstructive pulmonary disease (COPD) and diabetes, to help prevent hospital admissions that could have been avoided. As well as helping us in the Practice in providing direct care support for our patients, risk stratification is used by the CCG to support planning and commissioning, for example, understanding the numbers of patients in the region who require services to support COPD will enable us to manage periods of ill health and to improve the quality of the services we are able to offer you. The CCG will not have access to any information that identifies any individuals.

How We Use Your Information in relation to Risk Stratification
Risk stratification tools use a mix of historic information about our patients such as age, gender, diagnoses and patterns of hospital attendance and admission as well as data other data collected in within the Practice. We will send details from your records to the Risk Stratification Supplier who will be working on our behalf. They will immediately convert the information into a format that does not identify you but it will have a key to enable it to be linked to other data and also to enable the Practice to re-identify the information when we need to do so in order to provide care for you.

NHS Digital also provides information to the Risk Stratification Supplier about hospital attendances. This will in a format which does not directly identify you but which can be linked to the data about you from our Practice.  Both sets of information are then liked in the risk stratification system.

The risk stratification system uses a formula to analyse the data to produce a risk score. These risk scores are available to us as a Practice where our authorised staff who are responsible for providing direct care for you are able to see these scores in a format that identifies you. This will help our clinical team make better decisions about your future care, for example we may invite you in for a review or if we think you may benefit from a referral to a new service we will discuss this with you. The CCG is provided with reports containing information which does not identify you, to ensure they are commissioning and planning for the right services as required by the population we serve.

Our Risk Stratification Supplier
On behalf of our Practice, the CCG has entered into a contract with NHS Arden and Greater East Midlands Commissioning Support Unit (AGEM CSU) as our Risk Stratification Supplier. They are accredited by NHS England to conduct this service and provide the analysis for us.

AGEM CSU will be acting on behalf our Practice, as a data processor. We have entered into an Agreement with them to ensure that the risk stratification process will be conducted in accordance with Data Protection Regulations and in accordance with NHS England’s rules for risk stratification.  This has been done to keep your data secure at all times and to protect confidentiality.

What should I do if I have further questions about risk stratification?
Please ask the Practice staff if you can speak to someone in more detail.

What if I do not information about me to be included (opt out)
If you do not wish your data to be included in the risk stratification service (even though it is in a format which does not directly identify you) you can choose to opt-out. In this case, please inform the Receptionist who will apply an opt-out code to your record to ensure that your information is not included.

Additional information
Additional information about risk stratification is also available from the NHS England website: www.england.nhs.uk

If you would like to take part in research studies and COVID-19, please visit www.bepartofresearch.nihr.ac.uk.

Did you know that findings from research studies are used by your GP, nurse or other health professional to enable them to offer you the most appropriate care?

Anyone registered with this practice could help shape the future of health care by considering and helping with research projects that you may be invited to participate in.

You may be approached by a member of this practice to help participate in a research project. Please consider patient information about the research carefully. This information may be sent to you or given to you by your nurse or doctor or other health professional to consider.

This practice is part of a network of General Practices in the East of England who host medical research on a regular basis. The network is called Primary Care Research Network – East of England.

Participation in any research is voluntary. You may refuse to take part in research without it affecting your usual medical care. All network research has been approved by a research Ethics Committee and has Primary Care Trust approval. The network is one of the United Kingdom Research Networks and is supported by funding from the Department of Health.

Research and Information We Hold About You
There are two ways in which your information may be used for research purposes:

1. We might write to you asking to participate in a research project – we are often approached to take part in “recruiting” studies where a research team wants us to recruit some patients for them. In these cases we generate and send the letters to you. The researchers only know about you once you have signed up and consented to be part of the project.

2. Your data might be used anonymously in a research project – this is typically when research teams are looking at trends of co-morbidities and prescriptions. At no point is any identifiable information released to the research team.

National Data Opt-out
If you wish to stop your confidential patient information being used for purposes beyond your individual care you can no longer request this via the practice.  You will to visit this website www.nhs.uk/your-nhs-data-matters where more information and the option to opt out will be given.